Support and related issues
For the client (and perhaps the partner) here are some key things to consider:
What is the turnaround time for -
Acknowledgement of issue
Proposal of solution
Implementation of fix
Who will be responsible for implementing the fix?
How far does the support provision cover:
Windows Server issues – Active Directory – users / groups
DNS and IP networking issues
IIS issues
SQL Server issues – backup / restore, database sizing
What is the approach to non supported functionality – i.e. Javascript code
Does the provide have access to escalate issues to Microsoft – is there a limit on this on your contract
How proactive is the support service – for example, will the partner alert you to a new rollup or a hot fix which has become available
What technology is being used to record support incidents and does the client have access to it
Does the client have a named services account manager or nominated support consultant
Does the provider have remote access to the CRM server(s) and a typical desktop / laptop environment to test possible solutions
To what extent will the partner look to identify problems on the solution before a problem is caused?
What is Microsoft's strategy for support of Microsoft Dynamics products
Start here for an overview
http://support.microsoft.com/gp/lifebizsolfaq